Linuxhotel

Villa Vogelsang

otrs::itsm

OTRS::ITSM, the Pink Elephant® - ITIL® conforming IT service management solution opens new dimensions for enhanced effectivity of your IT service management. Based on the comprehensive feature set of the service desk solution OTRS, OTRS::ITSM provides a cross-process view on the present and historical configuration set of all Configuration Items (CIs) saved in the own Configuration Management Database (CMDB) with all their relations to sevices, persons, incidents and other CIs.
Thus, OTRS::ITSM fulfills the requirements for transparent transaction processing, fault analysis and active problem prevention.

This training module is based on the platform-specific administrator training for OTRS and enhances it with the specific aspects of the administration of OTRS::ITSM. Based on OTRS, the additional OTRS::ITSM modules will be installed via the packet manager. As an administrator, you will be introduced to the additional configuration options of the CMDB. The goal of this extended training course is to enable you to map the requirements of your IT optimally on the system.

prerequisites for attending

If you feel uncertain on this point, we look forward to assist you via email or phone.

Course contents

Address of welcome and presentation of agenda

Definition of personal expectations

Who is who

Training course objective

Participant's individual expectations

Introduction to the additional functionalities of OTRS::ITSM

Combination layer

Type classifications

Service/SLA

Configuration management database (CMDB)

Locations

OTRS::ITSM administration frontend

Mapping of services & service level agreements (SLA)

Criticality, impact and priorities

General catalog

OTRS::ITSM configuration management datenbase (CMDB)

Composition and structure of CMDB

CI (Configuration item) class definitions & historization

Creating CI classes

Importing/exporting CIs

Modelling relations inside of CMDB

Round Table - Questions about the topics covered

Course schedule

Early arrival is possible on the eve of the first seminar day until 10 p.m. The fireplace room and the garden already invite to to a cosy round of shop talk.

The daily schedule runs from 9 a.m. to 6 p.m. (including two coffeebreaks and lunch break), consisting of approximately 60% of instructions and 40% of exercises. Needless to say that every participant works with his "own" dedicated notebook computer, often in step with the tutor.

After that, it's time for dinner and various offerings like shop talks, excursions et cetera. We aim at creating an ambience for a relaxed exchange among experts. If you'd like more to have a bit of privacy, nothing's compulsory here.